Having Tod Maffin as guest speaker in my class was amazing. His humor and experience working in customer engagement shed so much light on me and I learned a lot. Ultimately, what I learned was to be polite with your customers, as well as try to actually help them when they reach out to you. I absolutely loved the examples he showed us on how he handled situations where the customer was angry or just low-key-annoyed.
Social media is the place for customer engagement. Mastery in social media platforms such as Facebook, Twitter, Snapchat and Instagram is crucial when you want the win the customer’s heart. Because of different strict word limit, posts on Facebook will be different from posts on Twitter. Therefore, a smart marketer must think carefully before interacting with a customer on a social media platform.
All in all, thanks to the class, I learned a lot about how to engage with customers. The techniques I learned will definitely be used in the future when I am in the field.